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Gloria Wong Centre Manager

  • Not rated yet
  • United Kingdom
  • London

About Me

WORK HISTORY

Quality Assurance Officer 03/2023 – 03/2024
Hamilton Capital Holding Limited – London, United Kingdom

  • Team Management – Analyzed customer feedback and complaints to identify areas for improvement on team level by regular updates to management.
  • Performance Evaluation – Conducted monthly quality assessments on call monitoring, live chat reviews, and email and provided coaching to address performance gaps.
  • Training and Development – Provided training for new starters on service standards, communication skills, department SOP, and Zendesk system.
  • Complaint Handling – Handled customer complaints received by phone, emails, and live chat by cooperating with staff at multiple levels and obtaining relevant information.
  • Reporting – Completed thorough documentation for each complaint. Compiled regular reports on quality performance for management review.

 

Customer Service Executive 03/2022 – 02/2023
Hamilton Capital Holding Limited – London, United Kingdom

  • Customer Support – Improved customer retention by being helpful, informative, and professional. Provided catered professional support for customers through various channels, including phone, email, and chat.
  • Escalation Handing – Identified the risk level of each case and escalated complex issues to different departments for further investigation including Finance, Compliance, and Operations.
  • Process Improvement – Provided insights and suggestions for process improvements after consolidation of customer feedback.

Achievements

  • Top Performance in the department (Department size: 18 people)
  • Promoted to Quality Assurance Officer after a year tenure as Customer Service Executive

 

Centre Manager 01/2019 – 06/2021
Child Psychological Development Association – Kowloon, Hong Kong

  • Class Schedule Management – Coordinated classes for different age groups. Managed changes and adjustments to the schedule, accommodating unexpected events or modifications. Administered class schedules to enhance operational efficiency.
  • Financial Management – Implemented cost control measures to optimise profitability. Prepared financial reports to senior management including salary payments, general expenses, and annual revenue.
  • Office & Classroom Management – Managed supplies and equipment including maintenance, repairs, and security. Negotiated contracts and agreements for office-related services.
  • Marketing – Conducted market research for Business Development. Worked closely with senior management on various projects including course content enhancement, price increments, and graduation ceremony.
  • Training and development – Provided training for administrative officers and teacher assistants.
  • Customer Support – Managed all inquiries and complaints. Provided catered professional consultation for customers.

Achievements

  • Sales increased 42% within 12 months with good customer relations management

 

Administrative Officer 05/2017 – 12/2018
Child Psychological Development Association – Kowloon, Hong Kong

  • Customer Support – Maintained good customer relationships with customers. Assisted customers with inquiries through calls, messages, and face-to-face talk.
  • Administrative Assistance – Managed documentation, verified receipts, and complied expense reports.

Achievements

  • Promoted to Centre Manager after a year tenure as Administrative

 

Officer Assistant HR & Admin Officer 08/2016 – 12/2016
AsiaWorld-Expo Management Limited (Hong Kong) – NT, Hong Kong

  • Assistance with HR functions – Supported HR processes such as recruitment, onboarding, and employee training. Coordinated and arranged interviews.
  • Coordination and communication – Coordinated between agencies and different departments to match talents with respective roles
  • Data Management – Maintained and updated employee data including filing and documentation